Customer Support Specialist Order Fulfillment

Há 4 dias

Lisboa, Lisboa, Portugal Cross Border Talents Tempo inteiro

About the Role:

We are seeking an experienced Order Support Specialist to join our team in Lisbon, Portugal. As an Order Support Specialist, you will be responsible for handling complex issues related to the fulfillment of online orders.

Key Responsibilities:

  • Customer Issue Resolution: Handle escalations and complex issues from order induction to delivery, ensuring timely and effective solutions.
  • Liaison and Communication: Work closely with partners to resolve issues, removing the customer from the loop for a seamless experience. Communicate resolutions and updates via phone and email.
  • Record-Keeping: Perform detailed tasks in SAP, adhering to protocols with utmost accuracy.
  • Investigation and Decision-Making: Conduct thorough investigations that impact customer and partner relations, always aiming for quick customer satisfaction.
  • Process Management: Manage the entire lifecycle of web purchases, from handling changes to completing RMAs.

Requirements:

  • Language Skills: Fluent Polish language skills (written and spoken) and proficiency in English.
  • Residence Permit: Possession of a residence permit for Portugal or EU member state citizenship.
  • Attention to Detail: High level of accuracy and attention to detail.
  • Problem-Solving: Strong problem-solving skills, with a focus on delivering customer-centric solutions.
  • Autonomy: Ability to work independently and make decisions with minimal supervision.
  • Customer Satisfaction: Experience in a back-office environment with a focus on customer satisfaction.
  • Communication Skills: Excellent verbal and written communication skills.
  • KPI Focused: Interest in self and team performance metrics, with a positive attitude towards achieving goals.
  • Technical Knowledge: Familiarity with SAP is advantageous, but training can be provided.
  • Flexibility: Willingness to work overtime occasionally, as this role is directly related to order volume.
  • Team Player: Ability to thrive in a collaborative environment.

What We Offer:

  • Competitive salary.
  • Relocation assistance.
  • Opportunity to work with a dynamic team.

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